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Parent left waiting in ED

Posted By araqk76

"Parent left waiting in ED"

About: Joondalup Health Campus / Emergency Department

(as a relative),

My elderly parent was bought in to Joondalup Emergency department via ambulance after having a fall at their work in the early hours. They presented with back pain and tingling of their limbs. 

My parent had been triaged ( yes i am aware of triage categories) and then left on a stretcher bed for the past 6 hours with no further medical attention or updates. 

Not 1 family member had been allowed to even go see them to offer reassurance that they are there and care for them. My parent was alone in a hallway with a nurse who I believe was also monitoring 9 other patients. 

Yes this is a busy hospital , but for a patients mental health allowing a family member to be present to reassure them that someone actually cares, I feel would be helpful. 

Also for not even a doctor to assess a patient after 6 hours I feel is disappointing. 

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Responses

Response from Mary Ferrier, Director of Clinical Services, Joondalup Health Campus 15 months ago
Mary Ferrier
Director of Clinical Services,
Joondalup Health Campus

Submitted on 16/01/2023 at 1:38 PM
Published on Care Opinion at 2:50 PM

Dear araqk76

I am very sorry to read about your recent experience which must have been very frustrating and distressing for both you and your elderly parent. I would like to take this opportunity to apologise that at Joondalup Health Campus we were unable to meet the needs of you and your family member on this occasion.

I agree that it is in the best interests of our patients to have a family member present with them when attending the Emergency Department (ED) to provide reassurance that you are there and can care and advocate for them.

I acknowledge that on this occasion we did not provide this opportunity.

Thank you for raising this with us. I will follow up with the leadership team within the ED to explore options of improvement.

I wish your elderly parent a speedy recovery.

Please contact Consumer Liaison on 08 9400 9672 or email consumerliaison.jhc@ramsayhealth.com.au if you wish to discuss your concerns further.

Kind Regards

Mary Ferrier

Director of Clinical Services

Joondalup Health Campus

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